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ServiceNow Interview Questions

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by Ravindra Savaram
Last modified: October 28th 2021

If you're looking for ServiceNow Interview Questions, you are in the right place. There are a lot of opportunities from many reputed companies in the world.

According to research, ServiceNow has a market share of about 0.7%. So, You still have an opportunity to move ahead in your career in ServiceNow.

Mindmajix offers Advanced ServiceNow Interview Questions 2021 that help you in cracking your interview & acquire a dream career as  ServiceNow Developer.

Types of ServiceNow Interview Questions

Top 10 Frequently Asked ServiceNow Interview Questions in 2021

  1. Difference Between ServiceNow & Salesforce?
  2. What is ServiceNow?
  3. What do you mean by the term “Application” in ServiceNow?
  4. What is the latest ServiceNow user interface and when it was released?
  5. What is the full form of CMDB?TSM
  6. What is the CMDB Baseline?
  7. How to enable or disable an application?
  8. What is a view?
  9. How will you hide/show a field using a client script?
  10. How to set the default value of a date field to the current date-time value?
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Basic ServiceNow Interview Questions

1) Difference Between ServiceNow & Salesforce?

Below are the major differences between ServiceNow vs Salesforce

Function ServiceNow Salesforce
Platforms Supported Web-based, iPhone & Android app Web-based, Windows phone app
Typical Customers Enterprise & Mid-size business Customers Enterprise, Small & MId-sie business Customers
Support Phone & Online Support, Knowledgebase, Video tutorials Phone & Online Support, Knowledgebase, Video tutorials
Integrations OpsGenie, PagerDuty, Workato MailChimp, Trello
Security No CSA, CCM Certification CSA, CCM Certification
Encryption No encryption i.e sensitive data which is at rest Encryption of sensitive data at rest
Access Control No multifactor in the authentication process Multi-factor in the authentication process
Data Policy No data backup in multiple locations Data backup in multiple locations

2) What is ServiceNow?

ServiceNow is a cloud-based ITSM tool. Please check the below URL before attending a service-now interview.

3) What do you mean by the term “Application” in ServiceNow?

Application is a group of modules that provides related information. For example, a change application provides information related to the change process. It consists of modules like create change tickets, view change tickets, etc.

4) What is the latest ServiceNow user interface and when it was released?

The latest user interface is the UI14 interface. It came in Eureka release

5) What is the full form of CMDB?

Configuration Management Database

6) What is the CMDB Baseline?

CMDB baselines help to understand and control the changes that have been made to a configuration item(CI) after its Baseline has been created. The baseline is the snapshot of a CI

7) How to enable or disable an application?

Navigate to the “Application Menus” module under the system definition application. Open the respective application that requires enabling or disable. Set active as true to enable it or set active to false to disable it

8) What is a view?

The view defines the arrangement of fields on a form or a list. For one single form, we can define multiple views according to the user preferences or requirements.

9) What is the ACL?

An ACL is an access control list that defines what data a user can access and how they can access it in service now.

10) What do you mean by impersonating a user? How it is useful?

Impersonating a user means that you can log in to the system as that user and can have felt how the service-now UI is set for that user. This is very useful while testing. For example, if you are required to test that a user can access the change form or not. You can impersonate that user and can test instead of logging out from your session and logging in again with that user's credentials.

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11) Which are the Parent table for the incident, change, and problem?

Task table

12) What is a record producer?

A record producer is a type of catalogue item that allows users to create task-based records from the service catalog. For example, you can create a change record or problem record using a record producer. Record producers provide an alternative way to create records through the service catalogue

13) What is a dictionary override?

Dictionary Overrides provides the capability to override several properties of a field in an extended table. For example, a changing table is extended from the task table. There is a field named status in the task table and set as read-only. When we use this field in change form it will show be read-only. We can set this to non-read only by using the dictionary override. Similarly, there are other properties that can be set for the fields in an extended table.

14) What do you mean by coalescing?

Coalesce is a property of a field that we use in transform map field mapping. When we set the coalesce as true for a field mapping it signifies that this field will work as a unique key. If a field match is found with the coalesce field, then the existing record will be updated with the imported information in the target table else a new record will be inserted into the target table

15) What is a UI policy?

UI policies are alternatives to client scripts. It can be used to set a field as mandatory, read-only, and visible on a form. You can also use UI policy for dynamically changing a field on a form.

16) What is a data policy?

Data policy checks the mandatory and read-only of a field whenever a record is inserted or updated through a web service or import set. For example: If a mandatory field in the incoming record (from import set or web-service) is empty then the data policy will not allow inserting that record into the table.

17) What is the difference between UI policy and data policy?

UI policy acts when a record is inserted or updated through a ServiceNow UI i.e ServiceNow forms while data policy acts whenever a record is inserted or updated into the database through any means.

18) What is a client script?

Client script sits on the client-side(the browser) and run there only.types of client script are OnLoad() OnSubmit() OnChange() OncellEdit)

19) How can you cancel a form submission through client script?

In the onSubmit function return false. function onSubmit() { return false;}          

20) What is a business rule?

A business rule is server-side scripting that executes whenever a record is inserted, updated, deleted, displayed, or queried. The key thing to keep in mind while creating a business rule is that when and on what action it has to execute. You can run the business rule ‘on display, ‘on before’, or ‘on after’ of an action (insert, delete, update) is performed.

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21) Can you call a business rule through a client script

Yes you can call a business rule through a client script by using glideajax

22) What is a glide record?

Gliderecord is a java class that is used for database operations instead of writing SQL Queries.

23) What do you mean by data lookup and record matching?

Data lookup and record matching feature help to set a field value based on some conditions instead of writing scripts. For example: on Incident forms, the priority lookup rules sample data automatically sets the incident Priority based on the incident Impact and Urgency values. Data lookup rules allow specifying the conditions and fields where they want data lookups to occur.

24) What is an updated set?

An updated set is a group of customization. It captures the customization or configuration changes made by a user and then these update sets can be moved from one instance to another. For example, if we made some configuration changes in our development environment and want some changes in our test environment then we can capture all the changes in an updated set and can move this update set to the test environment instead of doing changes manually in a test environment.

25) What is a sys_id?

A unique 32-character GUID that identifies each record created in each table in ServiceNow

Servicenow Developer Interview Questions

26) What is LDAP Integration and its use?

LDAP is the Lightweight Directory Access Protocol. It is used for user data population and User authentication. Servicenow integrates with LDAP directory to streamline the user login process and to automate the creation of user and assigning them roles

27) How to set a field unique on the table

Go to that respective field dictionary and set the unique check box to true.

28) What is the data dictionary?

The data dictionary defines every table and field in the system. It contains information about a field’s data type, default value, dependency, and other attributes.

29) What happens when a user makes some changes to the homepage?

When a user makes some changes on the homepage then that page is saved as his personalized homepage instead of updation on the actual homepage. For example, the home page name is Incident overview. When a user makes some changes to it then this page is saved as My incident overview and is only visible to that user.

30) What role you are required to create/update ACL?


31) How you can check on which ServiceNow instance node you are working on?

Goto SystemDiagnostic -> Stats. Statistic page will be open where you can get the details of the node and the instance on which you are working on

32) How to enable or disable the pie chart labels

To enable or disable the labels in the pie chart we need to set the property glide.ui.chart.pie.labels to true or false.

33) What is an installation exit?

Installation exits are customizations that exit from Java to call a script before returning back to Java. Navigate to System Definition > Installation Exits. Some installation exit names (Login, Logout, ValidatePassword, ExternalAuthentication) are reserved and cannot be changed. Other installation exits can override these with a custom script that replaces the script in the default installation exit.

34) What is an import set?

Import Sets is a tool used to import data from various data sources and, then using transform map, a map that data into ServiceNow tables. The Import Sets table acts as a staging table for records imported.

35) What is a transform Map?

A transform map transforms the record imported into the ServiceNow import set table to the target table. It also determines the relationships between fields displaying in an Import Set table and fields in the target table

36) What do you mean by Foreign record insert?

A foreign record insert occurs when an import makes a change to a table that is not the target table for that import. This happens when updating a reference field on a table.

37) Which searching technique is used to search a text or record in ServiceNow?

Zing is the text indexing and search engine that performs all text searches in ServiceNow.

38) What does the Client Transaction Timings plugin do?

The Client Transaction Timings plugin enhances the system logs by providing more information on the duration of transactions between the client and the server. By providing information on how time was spent during the transaction, performance issues can be tracked down to the source by seeing where the time is being consumed.

39) What is an inactivity monitor?

An inactivity monitor triggers an event for a task record if the task has been inactive for a certain period of time. If the task remains inactive, the monitor repeats at regular intervals.

40) What is domain separation?

Domain separation is a way to separate data into (and optionally to separate administration by) logically-defined domains. For example, A client XYZ have two business and they are using ServiceNow single instance for both businesses. They do not want that user’s from one business can see the data from other businesses. Here we can configure domain separation to isolate the records from both businesses.

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41) How you can remove the Remember me check box from the login page?

You can set the property – “glide.ui.forgetme” to true to remove the Remember me check box from the login page.

42) What is HTML Sanitizer?

The HTML sanitizer automatically cleans up HTML markup in HTML fields to remove unwanted code and protect against security concerns such as cross-site scripting attacks. The HTML sanitizer is active for all instances starting with the Eureka release.

43) Which table is used in ServiceNow to audit changes to records?

ServiceNow uses the Sys Audit [sys_audit] table to audit changes to records.

44) What is the Schema map?

The schema map displays the details of tables and their relationships in a visual manner, allowing administrators to view and easily access different parts of the database schema.

45) What is a dashboard?

The dashboard is a visual collection of reports and paralytics presented as KPI scorecards and indicator summary tab.

46) What is the scorecard?

A scorecard can be used to measure the performance of an employee or a business process. It is a graphical representation of progress over time. A scorecard belongs to an indicator. The first step is to define the indicators that you want to measure. Scorecards can be enhanced by adding targets, breakdowns (scores per group), aggregates (counts, sums, and maximums), and time series (totals and averages).

47) What do you mean by indicators in performance analytics in ServiceNow

Indicators, also known as metrics, business metrics, or KPIs, are statistics that businesses track to measure current conditions and to forecast business trends.

48) How to set the default value of a date field to the current date-time value?

Goto the dictionary of the respective date-time field and set the default value as javascript: gs.now DateTime;

49) What is client transaction timing?

Client transaction timing provides more information on the duration of transactions between the client and the server. This requires activating the plugin – “Client transaction timing plugin”.

50) What is the set workflow(e) function does?

set workflow(e) enables or disables the running of business rules that might normally be triggered by subsequent actions. If the e parameter is set to false, an insert/update will not be audited. Auditing only happens when the parameter is set to true for a GlideRecord operation.
e – A boolean variable that if true (default) enables business rules, and if false to disables them.

Learn more about workflows then read our Servicenow Workflow blog

ServiceNow Admin Interview Questions

51) What the setForceUpdate() function does?

setForceUpdate() updates the record even if there are no changes on the record.

52) What is the significance of the set limit(n) function.

set limit(n) functions to limit the number of records to query by Gliderecord().

53) Can you update a record without updating its system fields(like sys_updated_by, sys_updated_on)?

Yes, you can do it by using a function autoSysFields() in your server-side scripting. Whenever you are updating a record set the autoSysFields() to false.

var gr = new GlideRecord(‘incident’);
short_description = “Test from Examsmyntra” ;

54) How to get the row count in a glide record?

By using the getRowCount() function you can retrieve the number of rows.

55) What is the difference between deleteMultiple() and deleteRecord()

delete multiple() deletes multiple records according to the current “where” clause. Do not delete attachments, whereas delete record() deletes the single record.

56) How to restrict users to upload an attachment in ServiceNow

Following is the stepwise step process:
Navigate to System Properties > Security.
In the Attachment limits and behaviour section, locate the List of roles (comma-separated) that can create attachments: property (glide.attachment.role).
Enter one or more roles separated by commas.
Only roles listed in this property are able to upload attachments to a record. If no roles are entered, then all roles can upload attachments to ServiceNow forms.
Click Save.

57) How to disable attachment on a specific ServiceNow table?

Go to the dictionary of that table and add “Add no_attachment” to the Attributes field.

58) What is the significance of the cascade variable checkbox in the order guide?

Checkbox to select whether the variables used should cascade, which passes their values to the ordered items. If this checkbox is cleared, variable information entered in the order guide is not passed on to ordered items.

59) What are Gauges?

A gauge can be based on a report and can be put on a homepage or a content page.

60) What do you mean by Metrics in ServiceNow?

Metrics record and measure the workflow of individual records. With metrics, customers can arm their process by providing tangible figures to measure, for example, how long it takes before a ticket is reassigned or changes state.

61) How many types of search are available in ServiceNow?

Use any of the following searches to find information in ServiceNow:

Lists: find records in a list;

  • Global text search: find records in multiple tables from a single search field.
  • Knowledge base: find knowledge articles.
  • Navigation filter: filter the items in the application navigator.
  • Search screens use a form­like interface to search for records in a table. Administrators can create these custom modules.

62) Which roles are used by Knowledge management?

Knowledge management uses these roles knowledge, knowledge_admin, and admin role.

63) How to create your own report?

Navigate to Reports > Create New. In releases prior to Eureka, navigate to Reports > View / Run and then click New.

64) How to activate the reporting engine?

Make the glide. report.use_charting_v2 system property to true.

65) Name a few types of reports that you can generate?

Few reports are:

  • List
  • Bar
  • Pivot
  • Pie
  • Calendar

Q66) How to control the script conditions of Access Control Rules apply to a table’s reference fields?

You can Add glide.sys_reference_row_check to the System properties and set it to true.

67) How to create an Inbound Email Action?

Navigate to System Policy > Email > Inbound Actions and Click New.

68) How ServiceNow recognizes Inbound Emails?

Via Watermark or In­Reply­To email header. If These are not present, ServiceNow recognizes an email containing a prefix in the subject line.

69) How to enable automatic user creation from email?

Set the property glide.pop3readerjob.create_caller to true in system properties.

70) How to allow locked-out users to trigger inbound email actions?

By adding the system property glide.pop3.process_locked_out to true.
Refer for more information: https://wiki.servicenow.com/index.php?title=Inbound_Email_Actions

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71) Which role is required to create and access the baseline?

ecmdb_admin role is required to create and access baselines.

72) How to change the recipient limit in the email notifications?

By setting the system property glide.email.smtp.max_recipients.

73) What is the difference between ${URI} and ${URI_REF}?

${URI} shows the word LINK whereas ${URI_REF} shows the display value of the record as the link text.

74) How to hide watermark globally?

Create a new property named glide.email.watermark.visible and set it to false.

ServiceNow Technical Interview Questions

75) What is a BSM Map?

BSM Map is a Business Service Management map. It graphically displays the configuration items (CI) that support a business service and indicates the status of those configuration items.

76) In which table update sets and customization are stored?

Each update set is stored in the Update Set [sys_update_set] table, and the customizations that are associated with the update set, are stored in [sys_update_xml] table.

77) What happens if a Default update set is marked as complete?

If the Default update set is marked Complete, the system creates another update set named Default1 and uses it as the default update set.

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78) Does Homepages and Content pages are added to the update sets?

Homepages and content pages are not added to update sets by default. You must manually add pages to the current update set by unloading them.

79) What is a Reference qualifier?

Reference qualifiers are used to restrict the data that is selectable for a reference field.

80) What is Performance Analytics in ServiceNow?

Performance Analytics is an additional application in ServiceNow that allows customers to take a snapshot of data at regular intervals and create time series for any key performance indicator (KPI) in the organization.

81) How to disable client transactions?

Set the glide.client.track_transaction_timingsproperty to false to disable any client transaction.
Refer for more: https://wiki.servicenow.com/index.php?title=Client_Transaction_Timings

82) How to change the Homepage layout?

Administrators can create or modify layouts by navigating to Homepage Admin > Layouts.

83) How to change the banner and list caption background color?

You can change banner and list caption background color by navigating to
System Properties > CSS.

84) How to create a new role?

Navigate to User Administration > Role and click New.

85) Can I have more than one function listening to the same thing?

You can, but there is no guarantee of sequencing. You cannot predict what order your event handlers will run.

90) Which method is used to get all the active/inactive records from a table?

You can use the addActiveQuery() method to get all the active records and the addInactiveQuery() to get all inactive records.

91) How do you get the result set from two tables in the glide script?

addJoinQuery(joinTable, [primaryField], [joinTableField])

Note: This is not a true DATABASE Join. addJoinQuery() adds a subQuery.

92) Which object is used to reference the currently active form in the client script?

g_form object is used to reference the currently active form in the client script

93) Which object is used to refer to the currently logged-in user in the client script?

You can use the object g_user object to get the details of the currently active user.

94) State the best practices of client scripts?

Few of the best practices to use client Scripts :

  • Enclose Code in Functions.
  • Avoid DOM manipulation, use g_form object.
  • Avoid global client scripting, etc.

95) How will you hide/show a field using client script?

You can use the g_form.setVisible(‘field name’, ‘value’); method to show/hide a field using client script.

96) What is the processing order for Record ACL rules?

Record ACL rules are processed in the following order:

  • Match the object against field ACL rules.
  • Match the object against table ACL rules.
  • User must pass both field and table ACL rules in order to access a record object Relationship.

97) How do you get the records of specified fields which are not null?

addNotNullQuery(String fieldName) can be used.
Example: To get all the records where ‘name’ is not null.

  • addNotNullQuery(‘name’);

98) How will you get all the records where the incident is having a category as hardware or software?

Use addOrCondition(String name, String oper, Object value) .
Example :

var gr = new GlideRecord(‘incident’);
var qc = gr.addQuery(‘category’, ‘hardware’);
qc.addOrCondition(‘category’, ‘software’);

99) How to set the invalid queries into empty result sets?

By default queries with the invalid field, names run but ignore the invalid condition. For more strict query control you can enable the glide.invalid_query.returns_no_rows property which will result in an empty result set for invalid queries.

100) How to determine whether any of the field values in a record has changed?

By using the method changes() you can determine that the field value has been changed for a record.

101) What is the difference between next() and _next() method?

The next() method is responsible to move to the next record in GlideRecord. _next() provides the same functionality as next(), intended to be used in cases when we query the table having a column name as next.

102) Which glide function is used to retrieve the number of rows of a table?

Using getRowCount() method .
For more information, visit  https://wiki.servicenow.com/index.php?title=GlideRecord

About Author

NameRavindra Savaram
Author Bio


Ravindra Savaram is a Content Lead at Mindmajix.com. His passion lies in writing articles on the most popular IT platforms including Machine learning, DevOps, Data Science, Artificial Intelligence, RPA, Deep Learning, and so on. You can stay up to date on all these technologies by following him on LinkedIn and Twitter.